All-in-One Guides:CRM upgrade guide
Building a CRM upgrade business case
In this section, learn how to prepare a business case for an upgrade of your CRM software. Find expert advice on how to get the executive team behind the upgrade. Discover how planning and preparation can help ensure return on investment for the upgrade. Read case studies of companies that were successful with CRM upgrades and learn how to be sucessful with your own upgrade.
Measuring ROI for CRM:
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25 Jun 2004
Article - A carefully laid out ROI methodology can help you avoid the notorious CRM failures that so many companies have suffered. Here's some advice on setting your ROI game plan.
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Metrics: ROI, IRR, NPV, payback, discounted payback
Ask the Expert - Which metric will provide a most effective cost evaluation for a CRM project: payback, discounted payback, ROI, NPV or IRR? Tom Pisello offers his advice.
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Ask the Expert - Tom Pisello offers guidelines for measuring return on investment ROI following a CRM implementation, and explains the variables for achieving ROI
Getting executive sponsorship for a CRM upgrade:
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Getting contact center buy-in from senior management
02 Sep 2004
Article - Getting support for what has often been referred to as the "cost center" can be a difficult task. Start with math.
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CRM application upgrade decision checklist based on business needs
Ask the Expert - Learn how a decision checklist can help you decide if a CRM upgrade meets your business needs.
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Tools to quantify the business value and investment for CRM software
Ask the Expert - Learn how to quantify the business value and investment for CRM in this expert tip from Tom Pisello.
CRM case studies of upgrade success:
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Tools to quantify the business value and investment for CRM software
Ask the Expert - Learn how to quantify the business value and investment for CRM in this expert tip from Tom Pisello.
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Lessons learned: Firm overcomes struggles with SAP CRM
17 Jan 2006
Article - Satish Subramanian, an MIS manager and CRM project manager at Varian Medical Systems shares how his project team overcame a challenging mySAP CRM project.
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Assess CRM business benefits and process improvements via activity-based costing
Ask the Expert - A business case for CRM needs to include people and process improvements to drive business value, according to CRM ROI expert Tom Pisello.